Talk it through with Aurelius
When a request no team will own keeps falling through
A customer request spans product, engineering, and support — so each team assumes one of the others owns it, and it falls through the cracks. The customer waits, the request bounces, and everyone's technically not responsible. It's nobody's job, which is the same as no one doing it.
◆ How this problem reads on the two dials
GuidanceKnowledge
1:1 with AureliusWith others (a Pod)
A cross-team ownership problem, worked together. Mostly the craft of assigning the seam (knowledge); a little on the diffusion dynamic (guidance).
How the two dials adapt to you →What’s really going on
The request no one owns isn't a laziness problem — it's a structural gap. When responsibility spans boundaries, the default is diffusion: everyone assumes someone else has it, and the thing that belongs to everyone belongs to no one. We don't add a new process for every cross-cutting request; we build the habit and the rule that makes sure boundary-spanning work gets a single owner before it falls through.
🔒 What you’ll build togetherUnlock by starting
KnowledgeWhy boundary-spanning work falls through
KnowledgeOne owner for the thing no one owns
KnowledgeA default that catches the cross-cutting request
A moveName the last request that fell through — where each team assumed another had it.
A moveAgree a default: when a request spans teams, who assigns the single owner, and how fast?
PractiseOwn the seam · a Pod of 6 · 45 min
What changes unlock by starting
- Cross-team requests get a single owner fast.
- Things stop falling through the seams.
- "Not my job" stops meaning "no one's job".
- The customer stops waiting on diffused responsibility.
One object, two jobs: a public answer to a real problem, and — the moment you start the chat — Aurelius’s live plan for your version of it.